Job Snapshot

Job Description

Summary:

This position exists to supervise all aspects of the Collections Department, a department that is designed to save customers from disconnecting by offering them limited options to extend their service by making agreements to pay their past due or full balance past the normal due date. By doing this, the department will have a positive effect on company revenue and subscriber count.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

Supervises the collections teams to include developing team objectives, routinely monitoring results and call performance (quality monitoring), providing coaching/feedback (on all aspects of performance, including critical scorecard metrics), managing employee performance, completing timecard and time off administration, establishing rewards and recognition programs, delivering discipline and conducting interviews for open positions

Establishes department goals, and monitors results against the goals, ensuring operational objectives are being met

Provides direction to the teams on escalated issues and problematic accounts and reviews customer escalation requests on a daily basis

Maintains communication with field operations on the status of issues impacting their areas

Establishes policies and procedures impacting collections to include appropriate training and communication and works with Team Lead to ensure that all representatives are properly trained in providing excellent customer service for collections and customer retention responsibilities

Develops and coordinates the implementation of all process improvement initiatives for the department, ensuring maximum efficiency

Supervises and directs the Collections Team Lead role to ensure work assignments are correctly assigned, either for manual or dialer calls, the Team Lead is trained and available to support agents in daily operations and clerical quality and the Team Lead is able to fully train representatives